Smart meter problems and how to fix them in the UK
From a blank in-home display to bills that look wrong, smart meter issues are common — and usually fixable. Use this guide to troubleshoot fast, then compare whole-of-market home energy tariffs with EnergyPlus to get a better deal.
- Quick fixes for: no readings, offline meters, IHD not working, estimated bills and prepayment issues
- Know when to contact your supplier vs your network operator
- Compare whole-of-market (home energy) and switch with one simple form
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Fix the issue — then make sure you’re not overpaying
Many smart meter problems show up as estimated bills, missing readings, or confusing usage. Once your meter is working again, it’s worth checking whether your tariff still suits your home — especially if you’ve been moved onto a more expensive rate.
EnergyPlus compares whole-of-market home energy deals. Complete the form and we’ll match you with options that fit your property, payment method and preferences (including fixed deals where available).
Before you start
- If you have a smart meter fault and no power or gas supply, treat it as urgent — see who to contact.
- If your issue is only the display, your supply is usually fine — skip to troubleshooting.
- For billing disputes, keep photos of meter screens and dates (helps speed up corrections).
Tip: If your smart meter isn’t sending readings, you can still switch supplier — and your new supplier can often help reconfigure the connection after the switch.
Safety note
If you smell gas, hear a hissing sound near gas equipment, or think there’s a gas leak, call the National Gas Emergency Service on 0800 111 999 immediately and follow their instructions.
Common smart meter problems in the UK (and what they usually mean)
Most issues fall into a handful of categories: the in-home display (IHD) stops updating, the meter can’t communicate with the national network, or your supplier isn’t receiving readings correctly. Use the quick guide below and then follow the step-by-step fixes in Troubleshooting.
1) Display is blank or frozen
Often a power issue, flat adaptor, or the IHD has lost connection. Your meter may still be working even if the display isn’t.
2) Smart meter not sending readings
The meter may be “smart but dumb” (operating but not communicating). This can happen after a switch, poor signal, or configuration issues.
3) Estimated bills despite a smart meter
Usually means the supplier isn’t receiving regular readings or has stopped using them. Keep evidence and request a bill review.
4) Inaccurate usage or costs
Tariff settings may be wrong on the IHD, standing charge changes may not have updated, or bills may be based on estimates.
5) Prepayment top-ups not showing
Top-ups can take time to reach the meter, especially after signal loss. There are checks you can do before escalating.
6) Smart meter installation issues
Sometimes a new install needs commissioning, pairing, or an update before it starts sending readings reliably.
Why it’s worth fixing smart meter issues quickly
Avoid bill shocks
If readings stop, estimates can drift. Getting the meter communicating again helps keep bills based on real usage.
Make switching smoother
Accurate opening and closing readings reduce switching delays and make final bills and credits more straightforward.
Spot waste sooner
A working IHD can help you identify high-usage appliances and change habits that drive costs.
Good to know: Smart meters should still measure usage even if the “smart” communications fail. The problem is usually data transfer, not measurement — but it can still affect billing if readings aren’t received.
Troubleshooting: smart meter fixes you can try at home
Work through these steps in order. They cover the majority of UK smart meter faults, especially issues with the in-home display, lost signal, and missing readings.
-
Check whether it’s the meter or the in-home display (IHD).
If your IHD is blank/frozen but your lights/heating are fine, the meter is usually still working. Try the IHD power and connection steps below. -
Power-cycle the IHD (display) safely.
Plug it directly into a wall socket (avoid extension leads if possible). Leave it charging for 30–60 minutes. If it has batteries, allow time to charge before expecting it to stay on. -
Move the IHD closer to the electricity meter.
Thick walls and distance can break the link. Try the same room as the meter for at least 30 minutes to re-establish connection. -
Confirm your communications signal isn’t temporarily down.
Outages can occur. If readings are missing for a day or two, note dates and continue monitoring. -
Take manual readings (electric and gas) and photograph the screens.
This helps if you need to correct estimated bills. Submit readings to your supplier if your account allows it. -
Check your bills for “E” vs “A”.
“E” typically indicates estimated; “A” indicates actual. If you see frequent estimates, move to the billing steps below. -
If you’ve recently switched supplier, allow time for reconfiguration.
Some smart meters (particularly older setups) can take time to fully reconnect after a switch. Keep supplying manual readings in the meantime.
If your IHD says “Disconnected”
- Keep it plugged in and near the meter for at least 30 minutes.
- Check for obvious interference (thick walls, metal cabinets, basements).
- If it never reconnects, ask your supplier to check pairing/commissioning.
If your meter is “smart” but readings are missing
- Submit manual readings so bills stay accurate.
- Request the supplier performs a remote “health check”.
- Ask whether a firmware/config update is needed.
- Keep a log of dates and screenshots for escalation if required.
Estimated bills, wrong readings and “smart meter not working” claims
If you’re getting estimated bills or the supplier says they can’t read your meter, the fastest path is to (1) gather evidence, (2) submit manual readings, and (3) ask the supplier to investigate communications and billing configuration.
| Problem | Likely cause | What to do next |
|---|---|---|
| Bills show “Estimated” regularly | Readings not being received or not being used | Submit manual readings; request a remote meter check; ask for a bill review using actual reads |
| Usage/cost on IHD looks too high | Tariff rates/standing charge not updated on display | Compare IHD rates vs your tariff; prioritise bill accuracy; ask supplier to update tariff configuration on the IHD |
| Supplier says “no readings received” | Communications issue or commissioning/pairing issue | Ask supplier to check communications, pairing and any required updates; keep a photo log of readings |
| Opening/closing read dispute after switch | Read taken on different date or estimated | Provide dated photos; request a read dispute process; keep payments steady until corrected |
What evidence helps most
- Dated photos of the electricity and gas meter screens (include the reading).
- Your recent bill pages showing estimated vs actual reads.
- Notes on when the issue started (e.g. after an install or supplier switch).
Prepayment smart meter problems (top-ups, emergency credit and displays)
Smart prepayment meters should update balances automatically, but delays happen. If you’ve topped up and it hasn’t appeared, try these steps first.
- Wait 30–60 minutes after topping up (especially if you recently had no signal).
- Keep the IHD powered on and near the meter so it can receive updates.
- Check for a “debt/standing charge” message — some balances reduce quickly if debt recovery is active.
- Take photos of the balance screen and the top-up receipt/reference.
- Contact your supplier and ask them to confirm whether the top-up reached the meter and whether a “token” or reset is needed.
If you’re at risk of running out
Tell your supplier if you’re vulnerable or at risk of disconnection — they can advise on emergency credit, friendly credit hours, or additional support depending on your circumstances.
Who to contact: supplier vs network operator (UK)
Knowing who’s responsible saves time. Billing, account settings and smart communications are typically handled by your energy supplier. Power cuts and network faults are handled by your local electricity network operator.
| Issue | Contact | Notes |
|---|---|---|
| Estimated bills / missing readings | Your supplier | Ask for a remote meter check and billing review; submit manual reads |
| IHD not connecting / tariff display wrong | Your supplier | They can advise on pairing/commissioning and updates |
| No electricity supply / power cut | Call 105 | Free to call; routes you to your local network operator |
| Gas emergency (suspected leak) | 0800 111 999 | National Gas Emergency Service |
What to ask your supplier (copy/paste)
- “Can you run a remote smart meter health check and confirm when you last received readings?”
- “Are my bills based on actual (A) reads or estimates (E), and can you rebill using my manual readings?”
- “Do you need to re-pair or re-commission my IHD/meter communications after a switch?”
- “Can you confirm my tariff rates and standing charge are correct on the account?”
Common mistakes that keep smart meter problems going
Relying on the IHD for billing accuracy
The IHD is a guide. If tariff settings on the display are out of date, the cost shown can be misleading. Your bill and meter reads are what matter.
Not recording evidence early
If bills are estimated, dated photos and manual reads help correct your account faster and reduce back-billing confusion.
Ignoring long gaps in readings
A day or two can happen — weeks shouldn’t. Escalate to your supplier and keep submitting manual readings.
Assuming you can’t switch with a faulty smart meter
You can usually still switch. If communications aren’t working, provide manual reads during the switch and get the new supplier to investigate.
Regional and property considerations
Smart meter communications can be affected by where you live and where the meter is installed. These factors don’t mean you’re stuck — they just explain why your meter might be intermittent.
Thick walls / basements
IHD connectivity can drop if the meter is behind thick masonry or in a metal cupboard. Keeping the IHD nearer can help.
Rural and low-signal areas
Some areas experience weaker communications coverage. Your supplier can confirm whether the meter is connecting and how often.
Flats and shared meter rooms
Distance can stop the IHD pairing reliably. Bills can still be accurate if readings are received; ask your supplier to check read frequency.
What people say about switching support
Smart meter issues can be frustrating — especially when they affect your bills. Many households use a comparison service to regain control by checking they’re on the right tariff and getting clear next steps.
“My readings weren’t updating and I was being estimated. I submitted photos, got the account corrected, and then switched to a better fixed rate.”
Homeowner, West Midlands
“The display kept disconnecting. Knowing it was mostly an IHD issue helped — and comparing tariffs showed we were paying more than we thought.”
Flat owner, Greater London
“We’re on prepay and a top-up didn’t show. After a supplier check it updated, and we moved to a tariff that suited our usage better.”
Tenant, North West
Trust indicator: EnergyPlus provides whole-of-market home energy comparisons and helps you understand next steps. Always follow your supplier’s guidance for safety-critical issues.
Smart meter problems UK: FAQs
Can I still switch if my smart meter isn’t working?
In most cases, yes. If smart readings aren’t being received, provide manual readings during the switch. Your new supplier can then help investigate the communications issue.
Why is my smart meter giving estimated bills?
It usually means the supplier isn’t receiving regular readings, or the account is set to use estimates. Submit manual reads and request a remote meter check and bill review.
My in-home display is blank — is my meter broken?
Not necessarily. The display can fail or lose connection while the meter continues measuring usage. Try charging it and placing it closer to the meter first.
Are smart meters accurate?
Smart meters are designed to measure usage accurately, but issues can arise from missing reads, incorrect tariff settings on the display, or billing based on estimates. If you suspect a problem, keep evidence and contact your supplier.
Who fixes a smart meter fault?
Your supplier is your first contact for smart meter faults, communications issues, billing and display problems. For power cuts, call 105. For gas emergencies, call 0800 111 999.
What readings should I submit if I have both gas and electricity?
Submit both electricity and gas readings (with dated photos if possible). If your gas meter is smart, it may rely on the electricity meter for communications, so issues can affect gas reads too.
Ready to compare home energy tariffs?
If smart meter problems have led to estimated bills or confusing costs, comparing whole-of-market deals can help you regain control. Submit your details and we’ll show suitable options for your postcode.
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- Works whether your meter is communicating or not
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Home energy only. If you have an emergency (gas leak), call 0800 111 999. For power cuts, call 105.
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